Senior Associate Product Delivery - Business Enablement
On-site · Tampa, Florida, United States
Job Summary
Senior Associate Product Delivery – Business Enablement role focused on enabling stable, scalable product delivery across onboarding, servicing, and contact-center journeys. Responsibilities include leading interviews and journey mapping, translating operational pain points into measurable hypotheses, prioritizing opportunities, collaborating with cross-functional teams, designing assistant/prompt flows, specifying retrieval and grounding approaches, writing user stories with acceptance criteria, building evaluation rubrics and test sets, supporting offline and online experiments, and implementing Human-in-the-Loop workflows with reviewer calibration and QA sampling. Requires deep experience in product ownership, operations in financial services or regulated environments, familiarity with AI capability patterns, and strong stakeholder management.
Required Qualifications
- 3+ years of experience or equivalent in product management or relevant domain
- Experience in operational management and change readiness activities
- Experience in product deployment processes
- 5+ years of experience in product ownership, business analysis, service design, consulting, or operations within financial services or a regulated environment
- Strong functional understanding of client onboarding, servicing, and/or contact center operations
- Proven ability to translate business problems into clear, measurable requirements and acceptance criteria
- Hands-on experience designing prompts, defining evaluation criteria, and operating human-in-the-loop review in pilot or production AI use cases
- Familiarity with common AI capability patterns (retrieval grounded assistants, summarization, classification, document extraction) and when to apply rules, retrieval, or learning
- Command of onboarding and service metrics and levers: cycle time, exceptions, containment, FCR, AHT, ASA, abandon, QA, CSAT/NPS
- Experience interpreting offline evaluation results and online experiment outcomes to drive decisions
- Excellent stakeholder management across Operations, Contact Center, Product, Data, Technology, Risk, and Compliance
- Developed knowledge of the product development life cycle
- Experience building gold sets, error taxonomies, reviewer playbooks, and calibration frameworks
- Working knowledge of retrieval, grounding, and prompt safety patterns; awareness of common failure modes and mitigations
- Familiarity with BI tools and KPI dashboards; ability to interpret analytics or basic SQL outputs
- Background in service blueprinting, Lean/continuous improvement, or change management
- Understanding of model risk management and responsible AI practices in regulated environments
- This position does not support any Visa sponsorship now or in the future
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